JOHN DECK
Costa Mesa,CA
Summary
Experienced client relationship manager with a strong background in service coordination, CRM systems, and complaint resolution. Known for building trust, improving customer satisfaction, and turning feedback into better service experiences.
Overview
1
1
Certification
19
19
years of professional experience
Work History
SERVICE/Client Relationship Manager
JAGUAR LANDROVER OF MISSION VIEJO
MISSION VIEJO
07.2024 - Current
- Fostered new and ongoing client relationships through open dialogue, high-quality service delivery, and post-sale follow-up.
- Cultivated and strengthened client relationships to enhance customer satisfaction.
- Built customer confidence by actively listening to needs and concerns and providing appropriate solutions.
- Provided timely responses to customer inquiries, requests, and complaints.
- Evaluated survey data and other feedback to assess and improve customer satisfaction levels.
- Managed crisis communications, turning dissatisfied customers into brand advocates.
SERVICE/Client Advisor
IRVINE BMW
Irvine, California
09.2020 - 07.2024
- Advised BMW service clients on repair needs, estimates, and maintenance recommendations.
- Explained warranty coverage and service charges, ensuring clients understood maintenance recommendations.
- Communicated technician findings and repair updates to clients throughout service visits.
- Coordinated parts, service advisors, and technicians to streamline service workflow.
- Supported luxury service standards through attentive client care and detailed recordkeeping.
- Conducted follow-up surveys to assess customer satisfaction levels post purchase and service delivery.
- Identified areas for improvement in customer service processes, enhancing client experience.
- Provided prompt and courteous customer service to clients.
- Maintained up-to-date knowledge of product features and services offered by the company.
- Adhered strictly to privacy regulations when handling sensitive customer information.
- Educated clients on proper product usage to maximize benefits. on product usage and best practices for optimal results.
- Generated quotes for requested products or services based on customers' needs.
- Answered incoming calls and emails promptly, addressing client inquiries in a professional manner.
- Attended training sessions to stay informed on new products and services being offered.
- Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
- Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
SERVICE ADVISOR
CREVIER BMW
Santa Ana, California
10.2007 - 07.2020
- Advised BMW service customers on repair needs, maintenance plans, and recommended services
- Communicated repair updates, estimates, and completion details to customers throughout visit
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
Education
Bachelor of Arts - Journalism And Mass Communication
CALIFORNIA STATE UNIVERSITY,LONG BEACH
LONG BEACH12-1992
Skills
- Client relationship management
- Service coordination
- Service workflow
- Service process optimization
- CRM systems
- Customer feedback evaluation
- Complaint resolution
- Customer service
Affiliations
- ACTIVE MEMBER AND VOLUNTEER OF THE AMERICAN LEGION
- ACTIVE MEMBER AND VOLUNTEER OF THE AMERICAN LEGION YACHT CLUB
- LICENSED CALIFORNIA REALTOR
- CALIFORNIA ASSOCIATION OF REALTORS (CAR)
Certification
- CALIFORNIA REAL ESTATE, CalRE #02266715
Timeline
SERVICE/Client Relationship Manager
JAGUAR LANDROVER OF MISSION VIEJO
07.2024 - Current
SERVICE/Client Advisor
IRVINE BMW
09.2020 - 07.2024
SERVICE ADVISOR
CREVIER BMW
10.2007 - 07.2020
Bachelor of Arts - Journalism And Mass Communication
CALIFORNIA STATE UNIVERSITY,LONG BEACH